There's no getting around itsooner or later, you're going to have a client or co-worker who's a little hard to handle. Understanding personality types and catering your style of communication are the keys to managing these difficult people successfully.
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If there's one thing that makes the difference in CRM, it's customer loyalty. If you could buy it, everyone would have it. The tough part is, you're going to have to earn it.
You're not going to have customers to manage if your business isn't providing quality. Here's a quick review of Deming's TQM concept; it's worth a reminder.
Days of fickle consumers, high employee turnover and fleeting investors have put the whole idea of loyalty into question. But there's really no question about it--loyalty makes all the difference to your CRM effort.
If CRM were as simple as installing software, no one would be talking about it. A successful CRM inititative goes much deeper, to the very heart of your organization. Here's a perspective on what exactly CRM is and how you can get it going.
If you've been paying attention, you know that the success of CRM depends on changing the culture of your organization. The only way to do that is through effective leadership--no easy accomplishment. Figure out what it means to be a leader, and then choose the style that works for you and your team.
Thinking about scaring loyalty into your employees? Think again. What you will most likely end up with are dissatisfied, disloyal employees who are afraid to do anything innovative or productive. Erase the fear if you want to see real results.
Happy workers are productive workers. Keeping your workforce happy and motivated is the best way to keep your business productive and success ful in the long run.
When it comes down to the bottom line (or the final chapter), CRM is about transforming your business into a customer-centric enterprise. It's no easy feat, but it can be accomplished if you set yourself up for success.
While you get caught up in technical and academic aspects of your project, your end users are often lost and confused, leaving a gap just big enough for failure. Here's how to close that gap and make your CRM projects more successful.